Login issues

Dear @Deonte Joplin,

I understand how frustrating it is to be locked out of your school account, especially when you no longer have access to your old phone number or the authenticator app.

Because this is a school account (managed by an organization), the recovery process is different from a personal Microsoft account. Here is the most direct solution:

For Microsoft 365 Education accounts, Microsoft does not have the authority to reset passwords or bypass Multi-Factor Authentication (MFA) for you. Only the IT Administrators at your school can do this.

I recommend contacting your school's IT Help Desk immediately and asking for the following:

1. MFA Reset: Ask them to "Require re-registration of MFA" for your account. This will clear the link to your old phone and authenticator app.
2. Password Reset: If you do not remember your password, they can provide a temporary one to get you back in.

You can refer the customer to this guide if they need to show their IT department what to do: Manage authentication methods for Microsoft Entra MFA.

Once the IT department resets your account:

• Log in at My Sign-Ins | Security Info | Microsoft.com

• Immediately add a new phone number and set up the Microsoft Authenticator app on your current device to prevent this from happening again.

I hope this helps you get back into your account quickly. Please let me know if you need any further assistance.

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Because the password, phone number, and authenticator app are all unavailable, recovery depends entirely on the built‑in Microsoft account recovery process. For a school (work or school) Outlook/Microsoft 365 account, the options are:

1. Try self-service password reset (if enabled by the school)
   • Go to the work or school sign-in page and select Forgot my password or use the Reset password link if provided by the school.
   • If self-service password reset is enabled, follow the prompts to reset the password using any remaining security info.
2. If no security info is accessible
   • When prompted to verify identity (code to phone/email/app), select I don't have any of these if that option appears.
   • Follow the instructions to replace security info. When all security info is replaced, sign-in may be blocked for up to 30 days before access is restored.
3. If the account is a personal Microsoft account (not managed by the school)
   • Use the Microsoft account recovery form as described in Help with the Microsoft account recovery form and submit as much accurate information as possible.
4. If it is truly a school-managed account and self-service reset or “I don’t have any of these” is not available
   • Only the school’s IT/admin can reset the password or update security info. Contact the school’s IT helpdesk and explain that the password and all security methods are lost.

If none of the above paths work and no security info or admin help is available, the account cannot be recovered due to Microsoft’s security design.

References:

• Common problems with two-step verification for a work or school account
• Can't sign in to the Outlook mobile app
• I can't sign in to my Microsoft account